Senior Team Manager

  • Ref:2080
  • Date Published:2008-12-10
  • Consultant:Simon Goymer
  • Type:Permanent
  • Category:Customer Services
  • Location:West End
  • Salary:£26,000 - £33,000

A leading luxury goods retailer is looking for a Senior Team Manager to assist in the management of their highly successful web based business.

Responsibilities:

Ensure that customers (internal and external) receive professional, courteous, accurate and timely information.
Ensure all staff offer high levels of customer service resulting in optimum levels of customer satisfaction at all times.
Monitor CMS and CRM tools to maintain standards.
Perform monthly quality assessment review re: communication standards across the Direct Sales team with provision of feedback and coaching sessions to support high performance; share information with management.
Provide support to all Sales Representatives by offering guidance and on-going support in the handling and resolution of customer service issues and daily order discrepancies.
Provide first level escalation support.
Develop strong relationships with internal departments in order to ensure prompt resolution of customer issues
Review open order report daily to ensure optimum service delivery to customers.
Compile all monthly productivity reports (excluding top line month end report) including staff activity reports, CMS, CRM, DCUK, CC files, back orders and credit holds and distribute to assistant manager.
Support the team's phantom demand log and share with assistant manager in preparation of the monthly merchandise and replenishment meetings.
Maintain customer complaints file on a timely basis
Support the team through direction and motivation to ensure that a productive and positive working environment is maintained.
To encourage and motivate the team to complete monthly sales targets through maximising selling opportunities (cross selling/ up selling).
Provide support in seasonal recruitment and training process
Support communication within the team by sharing job-related information.
Identify and share feedback on a weekly basis regarding staff productivity, successes and areas for improvement

This role will involve some weekend work and there is a yearly bonus

Essential requirements

Must have worked in a customer Service/call centre capacity in management for at least 2 years recently
Strong Customer Service Experience
Someone who has managed an inbound sales team would be advantageous


Please note that only successful candidates will be contacted

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